Professional Event Staff

Pay Range: $36.07/hr – $43.74/hr (based on location, experience, and other factors).

Provides help desk support to end-users for PC, server, and mainframe applications, and hardware, through logging issues into a client support application to ensure accurate and timely technical assistance that maintains and improves the organization’s customer relationships. May interact with network services, systems software analysts, and/or application development teams to restore service and identify and correct core problems.

• Receives escalated (non‑routine) client issues through phone, Client Support Help Desk (CSHD), Client Portal, email, etc.; reviews information to define issues, determines their ultimate impact, documents and/or generates a CSHD ticket, classifies severity (1‑Critical, 2‑High, 3‑Medium, 4‑Low Impact), and notifies appropriate resources to solve non‑routine issues. Leads all efforts to facilitate appropriate resolution tasks for required service or assistance, acting as the primary contact for Severity 1 or Critical Impact issues and coordinating all relevant groups to ensure prompt resolution.
• Provides the highest level of technical support (level three), handling the most difficult or escalated issues related to desktop, personal computer, or merchant terminals; creates or programs custom terminal files for higher‑level merchants. Acts as a subject‑matter expert, advising level 1 and 2 support personnel, researching and developing solutions to new or previously unknown issues. Reviews CSHD tickets, prioritizes work, manages time, and ensures compliance with client SLAs and contracts while facilitating external/internal client meetings.
• Verifies systems during and after scheduled outages/maintenance, including ad‑hoc validation and authorization of screens, websites, and other company‑managed data for clients. Monitors critical path processing to confirm benchmarks are met and notifies clients of any missed deliverables. Provides client communication for disaster recovery and system outages as an informal leader.
• Directs and assists with orientation, training, and mentoring others as outlined by management.

• High School Diploma or Equivalent
• Typically Minimum 6+ Years Relevant Experience
• Help desk and POS terminal experience

• Bachelor’s Degree
• Computer science or technical field
• Typically Minimum 8+ Years Relevant Experience
• Help desk and POS terminal experience

• Skills/Knowledge – Highly skilled specialist, contributes to development of concepts and techniques, completes complex tasks creatively and effectively, ensures timely completion of team tasks.
• Job Complexity – Works on complex assignments requiring independent action and initiative, makes recommendations for new procedures, oversees a team and coordinates daily work covering multiple assignments.
• Supervision – Determines methods and procedures on new assignments with independence, often facilitates groups, acts as formal team leader.
• Communication Skills – Excellent communication skills.
• Problem‑Solving Skills – Able to resolve merchant issues or coordinate issue resolution.
• Analytical Skills – Able to analyze problems described over the phone and determine best solutions.

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Management and Manufacturing

Industries:
Financial Services, IT Services, IT Consulting